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  • 11 Nov 2013
  • Research & Ideas

A Smarter Way to Reduce Customer Defections

should consider not only the churn probability of customers, but also how much they spend, the likelihood that they will respond to a retention offer, and the cost of the offer itself. Gupta's predictive model takes all these factors into... View Details
Keywords: by Dina Gerdeman; Retail; Service
  • September–October 2020
  • Article

Managing Churn to Maximize Profits

By: Aurelie Lemmens and Sunil Gupta
Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability or their responsiveness to a... View Details
Keywords: Churn Management; Defection Prediction; Loss Function; Stochastic Gradient Boosting; Customer Relationship Management; Consumer Behavior; Profit
Related
  • 2019
  • Working Paper

Managing Churn to Maximize Profits

By: Aurelie Lemmens and Sunil Gupta
Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability, or their responsiveness to a... View Details
Keywords: Churn Management; Defection Prediction; Loss Function; Stochastic Gradient Boosting; Customer Relationship Management; Consumer Behavior; Profit
Related
  • Article

Are Self-service Customers Satisfied or Stuck?

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
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  • 2017
  • Working Paper

Exploring the Relationship between Architecture Coupling and Software Vulnerabilities: A Google Chrome Case

By: Robert Lagerstrom, Carliss Y. Baldwin, Alan MacCormack, Dan Sturtevant and Lee Doolan
Employing software metrics, such as size and complexity, for predicting defects has been given a lot of attention over the years and has proven very useful. However, the few studies looking at software architecture and vulnerabilities are limited in scope and findings.... View Details
Keywords: Software; Architecture; Coupling; Vulnerabilities; Applications and Software; Complexity; Measurement and Metrics
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  • Other Article

Exploring the Relationship Between Architecture Coupling and Software Vulnerabilities

By: Robert Lagerstrom, Carliss Y. Baldwin, Alan MacCormack, Daniel J. Sturtevant and Lee Doolan
Employing software metrics, such as size and complexity, for predicting defects has been given a lot of attention over the years and proven very useful. However, the few studies looking at software architecture and vulnerabilities are limited in scope and findings. We... View Details
Keywords: Security Vulnerabilities; Software Architecture; Metrics; Software; Complexity; Measurement and Metrics
Related
  • 2023
  • Working Paper

Organizational Responses to Product Cycles

By: Achyuta Adhvaryu, Vittorio Bassi, Anant Nyshadham, Jorge Tamayo and Nicolas Torres
Product cycles entail the mass production of new—and often increasingly complex—products on a regular basis. How do firms manage these changes? We use granular daily data from a leading automobile manufacturer to study the organizational impacts of introducing new... View Details
Keywords: Training; Organizational Change and Adaptation; Knowledge Management; Production; Product; Organizational Structure; Auto Industry; Argentina
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  • 09 Apr 2007
  • Research & Ideas

Industry Self-Regulation: What’s Working (and What’s Not)?

firms are routinizing their tacit knowledge and tasks? In the same study, we also look at whether the quality management practices implemented in conjunction with ISO 9000 have spillover effects on how they address worker safety. For example, a robust process to... View Details
Keywords: by Martha Lagace
  • 01 Oct 1998
  • News

Dinh Thi Hoa: Up from the Ashes of War

"When, for instance, a professor asked how a manager in a case should deal with the issue of a defective product, I had absolutely no clue. The only way I got through the program was to prioritize and really try to shine in the subjects I... View Details
Keywords: Dun Gifford, Jr. (MBA 1992)
  • 16 Sep 2019
  • Research & Ideas

Crowdsourcing Is Helping Hollywood Reduce the Risk of Movie-Making

Wahlen of MIT Sloan—examine whether such “wisdom of the crowd” can beat the odds in predicting a blockbuster at a higher rate than the gut of an individual producer. "While some companies have used crowdsourcing as a way to make decisions... View Details
Keywords: by Michael Blanding; Motion Pictures & Video
  • 18 Jul 2019
  • Lessons from the Classroom

The Internet of Things Needs a Business Model. Here It Is

says, companies need to be clear about what they offer customers, and be prepared to pursue innovative business models to monetize it. Oftentimes, it’s not immediately obvious how connected devices can help make a customer more efficient. “A company may have a View Details
Keywords: by Michael Blanding; Computer
  • Web

Technology & Operations Management Awards & Honors - Faculty & Research

of a 2020 Google Research Award. Michael Lingzhi Li : Winner of the 2020 Pierskalla Award from INFORMS Health Applications Society for “From Predictions to Prescriptions: A Data-driven Response to COVID-19” ( Health Care Management... View Details
  • 01 Mar 2004
  • What Do You Think?

Are Customer Loyalty Initiatives Worth the Investment?

concludes that even though many customer loyalty initiatives are poorly thought out or implemented: 1) "Some customers are inherently predictable and loyal, no matter what company they're doing business with. They simply prefer... View Details
Keywords: by James Heskett
  • Profile

Paris Wallace

maternal health and create an ability to predict significant outcomes such as birth defects and autism. In an interview with HIStalk.com, Wallace said, “Research shows that 40 percent of fertility treatments... View Details
  • 23 Feb 2011
  • First Look

First Look: Feb. 23

measures of national political instability—Alesina and Perotti's (1996) well-known index of instability, a subsequent index derived from Banks' (2005) work, and two indices of managerial perceptions of nation-by-nation political instability—persistently View Details
Keywords: Sean Silverthorne
  • 07 May 2013
  • First Look

First Look: May 7

644 geographically isolated markets in which a nationwide retail bank conducted business over a five-year period. We find that customers defect at a higher rate from the incumbent following increased service quality (price) competition... View Details
Keywords: Carmen Nobel
  • 05 May 2009
  • First Look

First Look: May 5, 2009

predictably less likely to defect to a competitor if they are heavily reliant on self-service channels characterized by high switching costs. We demonstrate that when self-service usage promotes retention,... View Details
Keywords: Martha Lagace
  • 17 Jul 2018
  • First Look

New Research and Ideas, July 17, 2018

for harms caused by defective products may also affect innovation incentives. This paper examines this issue, exploiting a major quasi-exogenous increase in liability risk faced by U.S. suppliers of polymers used to manufacture medical... View Details
Keywords: Dina Gerdeman
  • 17 Sep 2013
  • First Look

First Look: September 17

impact people's feelings about their decisions. We compare post-choice satisfaction from choices made by mind wandering to reason based choices and randomly assigned outcomes. Participants chose a poster by mind wandering or deliberating-or were randomly assigned a... View Details
Keywords: Sean Silverthorne
  • 19 Feb 2014
  • Research & Ideas

Racist Umpires and Monetary Ministers

otherwise." In the cases of umpires and ministers, Parsons's work falls under the broader category of incentive research. "They are about what causes people to behave in predictable ways, and how that changes over time," he... View Details
Keywords: by Michael Blanding; Sports; Information; Publishing